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Computer Operator (Helpdesk)

Location: San Antonio, Texas
Department: Information Technology
Posted: 05-22-2018
Location Name: Corporate Headquarters
Wage: Depends on Experience
Position Type: Full time
Shift: Standard


The primary purpose of this position is to assist Generations Federal Credit Union to live out its Mission, Do the Right Thing, by providing remarkable service to both external members and internal members. Responsible for rotating between morning or evening shift as required. Provides day-to-day operational support on the credit union’s host platform and other related systems. Performs all data processing duties in an accurate and timely manner, with minimal supervision. Monitors the MIS Help Desk and ensure issues are resolved in a timely manner.
Primary Duties

  1. Performs jobs listed on the operations log to ensure that all daily operations are conducted in an accurate and consistent manner.

  2. Provides first level support to credit union staff via telephone, remote access, and/or e-mail to assists users in resolving technology related issues. Recognizes and escalates more difficult issues to the proper MIS staff.

  3. Ensures the help desk is monitored at all times while ensuring all help desk tickets are completed in a timely fashion.Provides regular feedback regarding ticket status to the requesting user(s).

  4. Utilizes helpdesk software to document problems and record solutions.Provides help desk statistical reports as necessary and communicates help desk ticket trends to appropriate staff.

  5. Modifies and/or resets user accounts on Windows network, Core System, or other appropriate applications. Maintains user groups and user privilege template groups within Core System and in other applications when appropriate.

  6. Monitors, schedules and creates jobs in the file transfer software, as well as the Core System.

  7. Monitors Collections Application and log cases with vendor on any issues. Sets up access to Collections Application for new users and provide support to current users.

  8. Performs system maintenance and administrative support for Imaging System and Data Warehouse.

  9. Performs maintenance, upgrades, and repairs to Information Systems equipment and software.

  10. Performs maintenance functions on the Core system, including service pack and release updates, after testing has been completed. Performs Core system backups and restores database backups when needed.

  11. Develops procedures as required and review annually for accuracy. Develops a comprehensive understanding of NCUA guidelines regarding Information Systems and the Audit process.

  12. Coordinates and implements MIS related projects when needed.

  13. Remains abreast of computer technology trends and offers recommendations to enhance the credit union’s ability to deliver products and services to members.

  14. Provides support by creating and modifying forms, screens and reports.

  15. Performs other duties as assigned.

A Bachelor's degree in Computer Science or closely related field; or three (3) years related experience and/or training; or equivalent combination of education and experience.
Six months to two years of computer operations experience at server and/or PC level. 

Must have the following skills and/or abilities:

  • Working knowledge of Microsoft SQL Administration, Episys Symitar, PowerOn, html, Java, Javascript, and SQL, a plus.
  • Proficient with the Microsoft Office Suite.

  • Excellent communication skills (both oral and written).

Physical/Other Requirements
Must be able to:

  • Stand or sit for long periods of time.
  • Lift 10-20 lbs.
  • Climb, stoop, and/or kneel while installing/uninstalling PC or other tasks.
  • Must be flexible in work schedule to include evenings, weekends and holidays.

Service Expectations

  1. To deliver service that is in alignment with the credit union’s Service Promises:

    • Treat members with a positive attitude.

    • Listen to and fully understand the members’ needs.

    • Offer solutions that meet the members’ needs

    • Take ownership of the Member Experience provided.

    • Give and receive feedback for improvement.

    • Continually learn for the benefit of the member.

  2. Meets all established service goals.

  3. Possess adequate product knowledge as measured by the annual product knowledge certification assessment.